TRAINING THAT GETS RESULTS
CUSTOMER-FOCUSED LEADERSHIP WORKSHOP
Customer Focus is a Leadership Issue
Our Customer-Focused Leadership Workshop provides you with proven fundamentals for developing and improving customer focus and service quality throughout your organization.
This training program provides a way of thinking, a mind-set that can empower people to go beyond satisfaction. It also provides proven strategies and approaches for becoming a customer-focused leader and sharpening your Organization’s customer focus.
Perfect for Senior Management, Managers, Supervisors and Team Leaders, this 2-day, highly interactive program includes an effective balance of lecture, individual and group activities and exercises. Participants will receive detailed reference resources, tools and job aids and complete a Personal Action Plan for how they will implement what they have learned during the program.
LEARNING OBJECTIVES
Upon completion of this program, participants will understand:
- Why customer focus provides a competitive advantage
- How to demonstrate commitment to Customer Focus
- How to create an organization that customers brag about
- How to develop quick and proactive recovery strategies
- How to develop customer friendly systems and processes
- How to listen to the voice of the customer and what to do with customer feedback
- How to Lead with a customer-focused mind-set
- How to identify and define Customer-Focused Performance Standards
- How to hold people accountable
- How to reinforce a customer-focused vision, values and standards
- What to measure and how to recognize and reward customer-focused performance excellence
- How to embed customer focus throughout their department or team.
Topics in this program include:
- Laying the Foundation
- Commit to Service Excellence
- Lead with a Customer Focus
- Listen to the Voice of the Customer
- Enhance and Align the System
- Build and Strengthen Service Partnerships
- Define Service Boundaries and Provide Autonomy
- Measure What’s Important
- Hold Everyone Accountable and
- Recognize and Reward
- Embedding Customer Focus
- Action Planning
TOPICS COVERED
Customer Focused Leadership Online Assessment
A popular option also available is our Customer Focused Leadership Online Assessment which participants can complete prior to the program. The results of this assessment provide a clear picture of respondents attitudes, perceptions and actions as these related to the essential customer-focused leadership practices and competencies addressed through this training.
We also have a companion assessment that can be conducted with non-management staff in order to get a 180 degree view of your managers actual performance.
We will be pleased to discuss this option with you.
The Customer Focused Leader’s Activity Guide
This Activity Guide is an invaluable tool to assist managers who complete this training implement what they learn in a highly structured, organized and effective manner.
This exceptional resource contains 14 Customer Focus team meeting activity guides with explicit instructions on how to conduct each meeting. These activities include:
- Developing a Team Vision
- Establishing Team Goals, Roles and Ground Rules
- Bringing Your Service Values to Life
- Identifying Your Internal Business Partners
- Gathering Internal Partners’ Requirements
- Responding to Internal Partner Requirements
- Identifying Moments of Truth
- Moments of Truth and Cycles of Service
- Identifying Coffee Stains
- Developing a plan for Listening to the Voice of the Customer
- Identifying Service Obstacles
- Solving Team Problems
- Building Recovery Strategies
- Conducting a Customer Focus EXPO
It also includes:
- a Critical Actions Checklist and Planner to keep managers organized.
- examples and explanations of Six different problem-solving tools and techniques to help you resolve a wide variety of complex service problems.
- some checklists to keep service improvement teams organized
- a simple and highly effective Model for Customer-Focus team problem-solving.
Train-the-Trainer Certification
We will be pleased to provide Train-the-Trainer certification to your trainers should you wish to conduct this training within your organization yourself. We will be pleased to discuss our certification process with you.
OPTIONS
To obtain a copy of this course description, click here.
To obtain a free price estimate, click here.
Online Customer Service Certification Training for under $200.00.
Click Here for details.
Did you know that...
- The main reason customer focus fails is because managers do not provide the kind of leadership and support needed to sustain a customer-focused culture.
- All customer-focused organizations ensure that managers are equipped with the knowledge and skills needed to build and sustain strong customer focus.
That’s Customer Focus!
Maximizing the Customer Experience